Companies looking at ways to create a fully engaged and collaborative workplace need to be able to gather and analyze behavioral and sentiment data from employees across different touchpoints and…
Read More
Don’t let a disconnect between technology choice and adoption derail your plans for optimizing employee experience. As I wrote in my previous WorkSpace Connect post, optimizing employee experience will be a…
A new digital canvas app for Microsoft 365 addresses the rising visual collaboration trend. Microsoft this week introduced Loop, a multifaceted digital canvas app that allows ideation and co-creation among…
CX leaders want to improve their self-service capabilities to accomplish key goals: Get customers what they need without having to wait for a live agent; and offload agent interaction volume.
Ultimately, they want to improve the customer experience, achieve higher CSAT, and drive more revenue to the company.
But companies often have challenges establishing a successful self-service strategy. We have conducted research on what makes a self-service success, and will address these issues:
*Why don’t more customers use our self-service knowledge base?
*How can AI virtual assistants improve adoption?
*What are the concerns with using AI in self-service, and how can we hedge against them?
*What should I expect my self-service transaction volume to be?
*What are the benefits of using self-service?
Though originally considered a temporary situation, companies are embracing the Work-From-Home (WFH) contact center. Now that the dust has settled with setting up remote agents, CX leaders are leveraging the benefits and tossing aside the disadvantages.
